Customer Service Data Entry
Resume:
Shakira Hickman
**** ********* ****, ********, **. 20746
***************@*****.***
SUMMARY:
Fraud Analyst with over nine years of experience investigating and analyzing potential fraudulent activities.
TECHNICAL SKILLS:
MS Office Suite, Accertify Risk Management Program, Data Entry, LEXISNEXIS, CRM
PROFESSIONAL EXPERIENCE:
The Midtown Group May 2016-Present
Data Verification Associate
• Responsibilities included performing the verification activities associated with the clients' program's applications including researching, analyzing, and evaluating applicant and institution information.
• Meeting team and personal goals on a daily basis, including processing (25) medical applications.
CACI April 2015 – September 2015
Fraud Analyst
Responsibilities included obtaining documents and other information related to investigations and cases
Performed research to locate potential witnesses
Conducted in-house, telephone and database research, managed case files
Assisted in the preparation of interim and final reports and recommendations
Reviewing and researching multiple fraud complaints and maintaining a daily goal of (40) reviews a day.
General Dynamics December 2014 – March 2015
Benefits Representative
Responsibilities included processing employee and retirement benefits packages exclusively for Pension Benefit Guaranty Corporation
Maintained employee benefits accounts
Provided support to other customer service representatives as accounts were directly updated
Served as benefits customer service representative as Pension Benefit Guaranty Corporation’s procedures and policies are applied
Required to answer 50-80 calls daily depending on the call volume
Handled client accounts, answered inquiries and processed other related CRM activities
Managed employee accounts on a daily basis as it pertained to compliance policies and regulations
Worked with sales representatives to supervise employee needs such as account setups, portal inquiries, and pension payments via email and/or internal online correspondences
Simplexity, LLC August 2005 – March 2014
Fraud Analyst / Investigator - Team Lead
Responsibilities included managing and supervising all aspects of fraud investigation for prospective cell phone accounts with major corporate clientele
Worked closely with senior management to expose organized fraud/scam associations
Conducted detailed audits and investigation of client accounts to guarantee credit worthiness
Team Lead, conducting in-depth credit/fraud investigations of potential clients by creating activation accounts
Identified numerous counterfeit tendencies that led to a high profile investigation, saving the company $100,000+ in loss revenue
Conducted random audits of client records, ensuring customer information was not replicated using altered data
Screened sales inquiries by support team members to ensure verifier processed order accurately and quickly
Retrieved credit worthiness and payment history by retrieving information from credit bureaus and Accertify Risk Management program
Led weekly on-call meetings with senior management, supervisors, and team leads to discuss policy updates with overseas customer service centers in India and the Philippines
Investigated internal violations of company’s verification practices by providing detailed audits of system usage
Reviewed authentication software documents to ensure technical accuracy and compliance, mitigating risks
Developed Quality Assurance and Cyber Risk policies, procedures, and regulations for incoming support team
EDUCATION:
University of the District of Columbia Washington, DC
College Coursework
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